Support departments have always had a reputation for high employee
turnover, but there is little data about what constitutes a "normal"
churn rate. This report draws on survey responses from 131 support
organizations to identify real-world benchmarks for employee losses,
and offers evidence that much of the turnover in tech support
represents promotions and transfers rather than departures from the
company itself.

The report also provides a collection of insightful comments by support
managers on how to minimize the loss of valuable support employees.